Customer Service Representative

A smile can be transformative. Byte was founded on a commitment to improve access to orthodontic care through its affordable, easy-to-use, direct-to-consumer clear aligner solution. We celebrate every customer’s newfound confidence from their beautiful smile because our customers are at the heart of everything we do. Now a part of Dentsply Sirona with its unmatched resources and R&D capabilities, we are growing our team in the UK to reach new customers and accelerate our mission of changing the world one smile at a time.

Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona’s products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona’s global headquarters is located in Charlotte, North Carolina, USA. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY.

We are looking for an experienced and talented Customer Service Representative to join our team. This individual will be responsible in assisting customers through their smile journey, ensuring that they meet their treatment goals. This role will specialise in addressing all issues with treatment plans, payments, and shipping questions. You’ll work closely with the Clinical Support team to ensure customers progress through treatment as directed by our dentists through inbound phone calls and case management.

• Address and resolve customer concerns in a timely and factual manner, by phone or email, upholding SLA requirements.
• Communicate effectively and professionally to inter-company departments
• Provide summarisations of account history and timelines for case review
• Knowledge of escalation protocol and clinical escalation requirements
• Liaise with Global BST departments for continuous improvement opportunities
• Provide feedback to customers from clinical or management teams
• Follow templates and training materials to address concerns and de-escalate customers
• Organisation and priority of tasks to meet deadlines
• Knowledge on the entire Byte Journey and FAQs for general support
• Assisting other departments or ad-hoc duties as required by management

Education: Tertiary education preferred, but not required

Years and Type of Experience: 2+ years of customer service experience

Key Skills, Knowledge & Capabilities:

• Health care experience is a plus, but not required
• High developed computer literacy, including experience using business software such as the Outlook Suite of applications and Microsoft Office
• Experience and/or knowledge of CRM platforms, such as Salesforce is desirable
• Understanding of ticketing systems and support channels including voice, email, chat and SMS required.
• Professional phone manner and communication skills
• Experience providing customer service in a busy and dynamic environment
• Demonstrated high-level organisational skills, including attention to detail, the ability to set priorities, juggle competing demands, manage time and plan work effectively to meet deadlines
• Proven ability to work as an effective member of a team as well as the ability to exercise independence and judgement where required

Dentsply Sirona is an Equal Opportunity employer committed to fairness, diversity and respect.
As such, all qualified applicants will receive consideration for employment without regard to age, national origin or any other characteristic protected by law. 
Please note that all applications must be completed using the online form.